CX software is essential for faster, more efficient customer service. Proper tools can transform the workflow and help manage and improve customer interactions at every touchpoint, from the first contact to issue resolution. Specialized software can track feedback, provide data-driven insights, personalize interactions, automate processes, and improve customer retention.
As a professional outsourcing customer service provider, Simply Contact invests in digitalizing customer experience, as we believe proper tools are indispensable for success. This article will help you learn more about CX tools, their must-have features, and top customer experience software.
A customer experience tool is software designed to optimize processes related to interactions with customers. You can use CX software for data entry and management, AI-powered automation and analytics, personalization, and omnichannel support. Effective tools can significantly speed up your customer support team and enable fast and highly personalized customer assistance. CX tools include:
This type of software collects feedback, including reviews and ratings, to see the level of customer satisfaction after interaction with your company.
AI-powered chatbots enable round-the-clock customer support and instant responses to requests. They can assist with FAQs and provide basic real-time help.
CRM software can help create the history of customer interactions by tracking them and studying purchases and requests.
These are effective request management solutions that help organize and categorize inquiries for further processing.
These tools help analyze customers' sentiments and feedback to understand how successful the interaction was and if your services need any improvements.
Platforms for CX personalization help to tailor the experience and make it more customer-oriented and satisfying.
Such support platforms enable seamless assistance within several channels, coordinated by one software solution.
CX tools manage, enhance, and optimize interactions, improving the connection between customers and your company. They help to control the entire customer’s journey instead of fixing only separate issues. CX software allows you to reach better satisfaction, engagement, and retention through a personalized AI-driven approach.
CX tools first serve to make the workflow at a company more efficient, simple, and fast. They optimize the company's processes to provide services with increased speed and productivity. CX solutions also help deliver an outstanding customer experience. CX software can analyze and understand customers' needs so you can match them and give customers a positive impression, empowering brand reputation.
Customer experience analytic tools can help to collect insights from reviews, surveys, social media, and other sources of customer feedback. Advanced AI-powered analysis can easily detect pain points and the interests of your target audience. Through the reports, you can see where the effectiveness of your strategies is lower and fix it in time, improving your products and services.
Omnichannel customer experience platforms help businesses to enable communication within several channels. They are the best solution for seamless services or assistance via phone, email, live chat, and social media. For example, 94% of baby boomers prefer to contact customer support via phone, while for millennials, live chat and social media are preferable. Access to different contact solutions attracts a larger amount of customers.
Customer experience optimization software includes automation solutions that can give access to round-the-clock assistance independent of working hours. Automated responses and ticket sourcing speed up the request processing as some customers can get help from AI, and others with complex issues can get help from human assistance. The tickets will be sorted according to subject and urgency, ensuring smooth and fast help.
CX tools help businesses detect unhappy customers before they decide to leave, so there’s a chance to step in and improve the situation. A positive impression also encourages people to recommend the brand to friends and family, attracting more potential customers.
In general, CX tools serve to optimize the processes, add convenience and speed to AI call centers' workflow and customer interactions, and extend the human team's capabilities.
As a team constantly striving to improve customer experience, we have prepared a list of must-have CX software features any business can benefit from. Whatever industry you represent, the functionality below will empower your team and enhance your customer's impression.
⅔ business leaders believe that investments in AI technology enable significant performance improvements. AI agents with human traits create a comfortable and helpful environment at any part of the day, assisting customers with basic questions and inquiries. Artificial intelligence has become part of several categories of tools, such as chatbots, sentiment analysis tools, predictive analytics solutions, and more.
If you want to optimize your workflow, make it faster, free your human team from routine tasks, and gain more insights into your customer's needs—AI can be your first choice.
Seamless integration is key to connecting new software with your existing system. When selecting a tool, ensure it easily connects to your CRM, which holds customer data and interaction history, enabling a more personalized experience. Integration with marketing tools and synchronization with help desk software streamline workflows.
No one wants to wait forever before getting vital information, so ensure that you have a solution that will streamline your workflow. Automated software for customer support can cover ticket creation, auto-assigning based on priority, automated surveys, notifications, follow-ups, and many more ways to speed up the processes. Automation reduces general waiting and response time and enables wiser resource allocation.
Customer experience analytics gives you the power to be always informed about your company's success. It may include teams' performance, customer behavior analysis, insights into current trends, potential churn analytics, and other issues. CX tools with dashboard functionality will also visualize statistics to help you see the situation and act on.
Now you know what you can expect from CX tools, so let's explore the best solutions for improving customer experience and optimizing your team workflow.
Service Cloud is an AI-driven platform for customer service management. It is a unified area for managing cases with an all-covering view of each customer. Service Cloud offers omnichannel support, service planners, and generative AI capabilities for workflow optimization. Creating a knowledge base enables effective self-service and live chat support.
Customer services
Starter: $25/month;
Pro: $100/month;
Enterprise: $165/month;
Unlimited: $330/month;
Einstein 1 Service: $500/month.
Yes
Gartner: 4.4 (300+ ratings)
Podium is a platform designed for direct messaging. This software solution enables feedback collection via text messages. Direct contact allows teams to solve users' problems and react to complaints faster, and it helps create a deeper connection with customers. The omnichannel approach will enable teams to gather all the information on a single platform.
Marketing and customer support
Core: $399/month;
Pro: $599/month.
No
G2: 4.6 (1800+ reviews)
Zendesk is a complex platform for customer services. It has implemented artificial intelligence for personalization and CX boost purposes. Zendesk is a good option for enhancing customer interactions if you are looking for a user-oriented support solution. It provides ticket routing, enables self-service, and has strong privacy protection.
Customer support and sales
There are two options with different features: customer support and sales. Prices are the same for both.
Support Team: $19/month;
Suite Team: $55/month;
Suite Professional: $115/month;
Suite Enterprise: on request.
Yes
G2: 4.3 (6000+ reviews)
Qualtrics XM is one of the most powerful customer experience management tools. It has options specifically for customer experience, employee experience, and strategy and research combo. The platform heavily relies on artificial intelligence and automatically collects insights at each step of customers' journey. Data visualization capability and easy integration into existing systems make Qualtrics a useful solution for many businesses.
Customer experience management
On request
No
G2: 4.1 (150+ reviews)
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HubSpot Service Hub is a software designed specifically for customer services. It is an AI-driven support solution with a self-service option and the possibility to create a company's knowledge base. Its main goal is to boost customer retention and enhance overall experience. The single platform is connected with the marketing and sales departments' data. Service Hub collects insights, tracks customer interaction, and enables personalization.
Customer services
Free tools: €0 for limited tools;
Starter: €15/month;
Professional: €792/month, includes three seats;
Enterprise: €3300/month, includes five seats.
No
G2: 4.4 (2400+ reviews)
Intercom is also one of the best customer experience tools and an AI-first customer service platform. Intercom software is based on artificial intelligence and offers very human-like interactions. Easy integration with the existing platform makes it user-friendly for new and legacy businesses. The platform works on three AI pillows: Agent, Copilot, and Analyst. It provides instant responses to requests, agents' assistance, and insights.
Customer services, especially ones oriented on artificial intelligence
Fin AI Agent: $0.99/resolution;
Essential: $29/month;
Advanced: $85/month;
Expert: $132/month.
Additionally, Intercom has two add-ons:
Proactive support plus: $99/month;
Copilot: $29/month.
Yes
G2: 4.5 (3300+ reviews)
Medallia is a software platform that helps to enhance the combination of human ingenuity and machine learning capabilities. Medallia enables role assigning for employees and provides insights according to the roles. This platform helps to boost customer experience through personalization and building emotional connections with customers. Medallia offers advanced feedback and detailed analytics.
Customer experience management
On request
No
Gartner: 4.7 (100+ reviews)
Sprinklr offers one of the best customer experience management platforms, allowing teams to work together in a unified area. According to their statements, Unified CX can provide up to 40% higher productivity thanks to AI-powered technologies. Sprinklr's goal is to exclude using several tools to understand customers' needs and achieve them with one all-covering solution.
Marking and customer service
Self-service customer service solution: $199/month
Yes
Gartner: 4.4 (30+ reviews)
Genesys Cloud CX is a cloud contact center software based on artificial intelligence. This omnichannel solution is focused on delivering enhanced customer and employee experience with state-of-the-art technologies. It offers intelligent routing and has integrated workforce engagement. The platform combines several tools, enabling an all-in-one approach.
Contact centers
Genesys Cloud CX1 (Voice): $75/month;
Genesys Cloud CX 2 (Voice+Digital): $115/month;
Genesys Cloud CX 3 (Voice + Digital + Workforce engagement): $155/month.
No
Gartner: 4.6 (700+ reviews)
Adobe Experience Management is software designed for seamless work across channels. Oriented on experience digitalization, it offers SEO recommendations and data-driven insights into preferable content. The solution can be integrated with Adobe's Creative Cloud.
Content management
On request
Yes
TrustRadius: 7.9 out of 10 (295 reviews)
Now it's time to ask the main question: How do you choose the best option for you? Based on our experience, we would recommend to follow a few basic tips:
Also, keep in mind that your human team is the one who works with the software daily. They know all drawbacks and pain points and can help determine how to make the workflows most efficient and productive. They know firsthand which features can extend their capabilities, reduce waiting time, and improve customers' experience.
Top customer experience software is a powerful tool for work management, optimizing a company's processes, and boosting customer experience. The better your team's work, the more reliable reputation your brand will have. So, investing in advanced AI-powered and automation tools for your customer support is an investment in future success.
At Simply Contact, we specialize in creating personalized customer support solutions that drive business growth and customer satisfaction. Let us help you elevate your customer experience and stand out from the competition.
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